Wallis Reviews 

Here are just a few of my messages on their chat.

DUX048923123

Received this order. A dress. Ordered petite. Received standard size. Organised turn but am being charged for return. Please refund me full amount plus postage.

To assist you further with your request for a full refund including postage for the dress received in the wrong size, could you please provide your order number? If you don't have the order number, please provide the email address used to place the order. This will help me retrieve your order details

Could you please confirm if this is the item your query is about? Also, please provide detailed information about the issue or fault with the item, specifically regarding the size received and the return charge.

Thank you for confirming the issue. Our Customer Services team are busier than usual, and you will be transferred to an agent as soon as possible. Please be aware that we will be closed from 16:00 UK time 24th December and will reopen at 07:00 UK time on 27th December and also closed from 16:00 UK time 31st December and will reopen at 12:00 UK time on 1st January so that our Customer Service Team can enjoy some quality time with their family and friends. Rest assured you will receive a reply when they return.
If you haven't already, please provide your order number and the email address on the account used to place the order. To assist you better, please provide a clear photo of the item you received, including the tag if possible. Thank you for your patience.

HI Sheila ,

I apologise for the late response . I’ve had a look at your return and can see we’ve not received this back at our warehouse just yet. This is completely normal, as it can take up to 15 days from the day you posted it for it to land with us, be processed through the warehouse and for the refund to be issued so you should hear about your refund by the 7th January. If you’ve still not heard anything by then just drop me a message and I can get this refunded for you.

Due to rising shipping costs, we need to adapt to maintain our value without compromising quality. So we now introduced a £ 1.99 returns charge to keep our prices low and sustainable.

Please note that a £ 1.99 fee will be charged per parcel .

This charge will be deducted from your refund, so there's nothing extra for you to do or pay upfront when making a return.

Thank you. - Rhena

Hi Rhena
Firstly, it has been received back. I have had an email to confirm this. Secondly, you sent a standard size not petite which I ordered. So, I am not willing to have any deduction from the refund as it was not my fault. I have already explained this via chat and have kept the messages. Please check your records and fully refund me for the dress and the postage.

Please refund the dress. Return. This is at least my fourth request. I have sent the information ver and over. Dreadful customer service. I have copied all the messages and will put all of them on social media you don't refund all my money including the postage as the dress sent was the wrong fit. I ordered petite, not standard.
Sheila Dix

Still have not received my refund. To add insult to injury I just received a message from Wallis asking me to write a review for the dress I have already returned. Beyond shocking.

I was promptly attended to by Kai. Wonderful service

Do not buy anything from this company,they have no phone number to get in touch if anything goes wrong,and they only have automated responses to any questions you may have,absolutely ridiculous.

The customer needs to very wary when ordering from this group. What I until recently considered a trustworthy business has recently started a “service “ called delivery protection unless you spot and check off that you do not want this you will be charged £4.99 along with your delivery costs. Really difficult to spot when shopping on a phone. Incredibly disappointed with this company and I haven’t even received my order yet.

My mum's funeral was scheduled for early December. I looked at Wallis online as I couldn't find anything suitable in the City centre. I found a nice coat and two dresses and ordered them. When my order came the dresses were correct but they sent a totally different coat. I was upset and sent it back along with one of the dresses. I ordered the coat again with 2 other items and guess what the sent the wrong coat AGAIN! I had to send it back and went to my local TK Maxx to find a coat as the funeral was a few days away. TK Maxx was fine.

Back to Wallis there is no phone number on their website you can only contact them through WhatsApp and Faceback both of which I do not use. I had to ask a relative that had WhatsApp to contact them on behalf about the incorrect coat. Sent through photos along with a copy of the label which has the correct coat details on the incorrect coat! I never heard anything. Then they sent an email because they couldn't contact me on WhatsApp? Saying along the lines that I should have contacted them first, how was I supposed to know that, why do they have an option to return an incorrect item then? I emailed them back again with proof of returning the items along with photos of the incorrect item. Never heard anything they just stopped communicating. Was about to do a credit card chargeback and it transpires they refunded with saying anything.

Wallis' customer service is an absolute disgrace and incompetent. I will never order from them again or any of the companies under the Debenhams brand. Believe the reviews that you see. Do not order from them. It is an absolute waste of time and money.

Wow, I can’t believe the customer service regarding my latest order that never arrived, and Evri are saying it has!!
Trying to get hold of the Wallis Customer care team over the last 5 days, but nothing back!!
Paid £5.99 for next day delivery also and it still hasn't arrived! Wallis used to be good years ago i will never order again from this company and won't give up till I get my £64.50 plus £5.99 delivery back on my card !!!

I have been trying to return my order for over a week everytime i use your portal it will not allow me to return. 2 other contacts with you via email and text have told me you that you are very busy and will get back in contact and yet after nearly a week you have not done so.

I placed an order for a dress and when it was delivered I decided not to keep it. I tried to return it but the portal provided by Wallis didn’t work. I contacted customer services several times without any solution. I kept trying the portal and eventually it worked. I have now tracked my return which states it has been delivered to a porch! I am still waiting for my refund of £177. You are a disgrace of a company and a lesson to be learned is not to order from a company who doesn’t provide a contact number for customer services. Trading standards is my next call!

My experience is mixed. I ordered 3 items altogether, a black shawl collar double breasted mid length coat, which I'm disappointed to find is too big. Although I'm somewhere between size 14 and 16, and between 5'3 and 5'4", I took a risk and ordered a size 14, not 16, and thank goodness I did. The sleeves come right down to the bottom of my fingers though, and I don't have short arms... Also, it's too roomy for me, so I had fully intended to return it. After reading these reviews though, (and I'm thankful I did), there's just no way on earth I'll risk having a similar returns experience like the majority of these other customers. Instead, I will have to get the sleeves professionally shortened, which won't be cheap, due to the design. I also bought some wide leg, black trousers in size 16, which apart from needing shortening, are real quality. Beautiful material, although I'd have preferred a little 'give'. They are extremely well made, and a good weight, and a near perfect fit, which I'd say is 'true to size'. I'm very happy with them, and happy to recommend them. The last item, is a blue pure cotton blouse, with 3/4 length sleeves, size 16, which fits quite well, except a bit wide in the hip area, but will be comfortable in the summer to wear around the house. Because I got these items at a greatly discounted price, in the Winter Warm, and Black Friday discounts, and 'New Customer' discount, I still think I've got a real bargain, even though I imagine it will cost quite a bit to have them professionally altered, especially the coat, as it is made from a very thick heavyweight material.
Can I just say I absolutely mourn the loss of these favourite stores, on the high street, and based on the reviews here, concerning getting in touch successfully regarding any problems, and the long wait in receiving refunds, sadly I won't be shopping with Debenhams or Wallis ever again, instead only buying from physical stores, where I can actually try things on, then I know if they are suitable or not.
Lastly, I really feel for the customer service employees, who have to deal with so many negative reviews. Not because the complaints aren't justified, just that it must be quite saddening to know these once fine stores have been reduced to this.

I ordered a number of winter coats. I needed to return several of them. Unfortunately one of them does not come up on the returns portal, so it is not possible to return it. I've been trying for nearly a month to get this sorted out with customer services. There is no phone number. I sent a message on WhatsApp but only got a useless AI bot which didn't help. I did get an email from a customer services agent but this has not rectified the issue. Have waited 3 weeks, so far, for a response...

I sent the other coats that I did not want back, without the unlisted coat, as I could not afford to be charged for them (as others have said, I'm still waiting for the refund even though this was received quite a while back). I hope I am not charged for the coat I am unable to return, as it has now gone beyond the 28 day return window, but there's nothing I can do about this situation...

UPDATE !!!!! 4th March 2026

DO NOT SHOP WITH DEBENHAMS OR WALLIS unless you know you will keep the items.

I have still not received the £50.15 owed to me for the dress I returned even though both Wallis / Debenhams have proof that it was returned

I have submitted all information and still no word from either Wallis or Debenhams as to when I will receive my refund

I think there are so many bad reviews like mine that neither Wallis or Debenhams care. If you care about building your customer service, please respond to my latest email sent to your customer services department today

I returned two dresses in the same package on 3rd Oct 2025 and received email confirmation that BOTH dresses had been returned and my refund would be processed in days. It is now nearly 16 weeks and I have finally received a refund for one dress but not the other dress and ONLY RESPONSE WAS TO SAY I CAN HAVE A GIFT CARD FOR THE REMAINING DRESS. I DO NOT WANT A GIFT CARD, I WANT THE REMAINING £50.15 OWED TO ME RETURNED TO MY BANK ACCOUNT

Wallis and Debenhams customer service is diabolical

If your expecting your order asap , don't count on it ! give it 2 to 3 weeks like you would with Temu as I placed my order in November and still have not received it even though they took the payment straight away.
To make things worse there is no email address or telephone contact details only if you are on Facebook through messenger! utterly disgraceful!if there was a negative rating I would give them that!

worst company in the world- i ordered 3 items of which only one turned up. I returned the one that I received as the size was completely wrong- I had to chase the refund for over 1 month.
I then had to ask for the refund for the other 2 items that did not turn up. After about 10 emails and about 3 months of chasing I finally got the refund. Nobody responds to emails and if they do it is after weeks with no follow up. It is terrible terrible company and caused me a lot of stress

If there was a star for minus, they would have got it. I want to return items, for some reason I am unable to print a label, I've had your email address must be in lower case etc.
No response to WhatsApp/email - when a simple phone call would have sorted it. Why hide!!!!

Hello,

I don't understand what happened to Debenhams, why are you ignoring my query? I've sent the order DUX046180208 back to you, provided tracking proof, you received it 3 weeks ago and just ignored processing the refund. I've read so many negative reviews about debenhams, but couldn't believe it and now I am in the same situation. It feels that your company is a scamming place now, which is very disappointing as I've been shopping with debenhams for nearly 20 years.
I've contacted you via email 19/11/25, today 4/12/25 and still no reply.

If you are scamming your customers and don't issue the refunds I will report and wil find the way to get my money back, but definitely will not shop with you again and will leave negative feedback on all platforms.

I should have known better than to order from them again. Major problems last time with communication and lack of delivery (Evri) impossible to communicate. This time even worse as they were supposed to send me an email with order receipt and delivery details and I have received nitto. Now I suppose I have to waste days trying to get an email back. Note to self NEVER AGAIN. Pile of sh--

ordered a leather jacket from Wallis on the 15thNov 2025 received it okay,but too small, returned it the same day I received it on the 20th Nov 2025 ,then on the 23rd got e-mail to let me know that I will be getting my refund, I did not realise that Wallis sell other companies goods ,so phoned Infinity Leathers ,they said they have refunded money back to Wallis,contacted Wallis by WhatsApp (cannot get to speak to a customer service person )now they are telling me that my return time has exceeded ??? you have up to 28 days ! there is no way it has exceeded !!
They informed me that they will transfer to another agent (pass the buck)still waiting and told me not to send any more messages as this will delay the process? WTF this is absolute terrible service I will not be letting this go its £128 and I want this back.

Sent back 3 dresses bought more for size and style. Took 1 week to send email saying they had it but tracking status said it had been returned 7 days previous to the mail. Email stated refund can take up to 14 days. No refund after 14 days. Contacted to get Ai and no luck with that. Still waiting for refund. Would never, never buy again from Wallis/ Debenhams. Looks like an on going problem the whole of 2025 with 99% of customers feeling the same way. Terrible customer service

I’m afraid it’s the same complaint as everyone else. I returned the goods you have emailed me to say you have them and you are processing my refund. That was over 2 weeks ago and still no refund. Your AI seems now to have stopped working and I cannot get any response from any of your channels. What do I and your other, many, unsatisfied customers have to do to get a response. Oh and a response by a human would be appreciated.

So, what a reply. Wallis scroll down and see how many times you send the exact same reply to your very unhappy customers.

I got an email reply from customerservice at debenhams. co.uk
My refund should be with me by today. GUESS WHAT it’s not here. Let’s see if you will listen to Watch Dog and Trading Standards.

Two of my items were missing a coat and an expensive jumper, virtually impossible to get any response from them. Avoid at all costs! This has been going on for six weeks, will be contacting comsumer rights.